We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 77095 results
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Decision Reference DRN8866432
31 Mar 2015 Canada Square Operations Limited UpheldPayment protection insurance (PPI)Mr B’s complaint is that Canada Square Operations Limited, trading as CitiFinancial Europe Plc (“Citi”) mis-sold him payment protection insurance (“PPI”) policies with a chain of two loans in 2003 and 2004.backgroundCiti upheld Mr B’s complaint and made an offer w... (3 pages)View decision -
Decision Reference DRN0420472
25 Oct 2016 National Westminster Bank Plc Not upheldBanking and creditJ, a limited company, complains that National Westminster Bank Plc didn’t release security over its properties. It asks that NatWest release the security without charge. J is represented by its director, who I will call Mr B. backgroundJ had given a fixed charge over... (2 pages)View decision -
Decision Reference DRN6783808
13 Jul 2017 Lloyds Bank PLC Not upheldBanking and creditMrs F complains about the way in which she has been treated by Lloyds Bank PLC.backgroundMrs F says that, following financial difficulties, she agreed to repay Lloyds £1 a month for a loan and current account debts. She says there are no problems with the loan repaymen... (2 pages)View decision -
Decision Reference DRN4756381
13 Apr 2017 Sainsbury's Bank Plc Not upheldBanking and creditMr N complains that Sainsbury’s Bank plc is refusing to accept what he believes are fair offers to settle his debts. He’s also unhappy it won’t tell him what it’s willing to accept.backgroundMr N took out a loan for £10,000 in 2014 but a year later he faced fina... (2 pages)View decision -
Decision Reference DRN8094228
23 Jul 2015 Foundation for Credit Counselling Not upheldBanking and creditMr P complains that Foundation for Credit Counselling, trading as StepChange Debt Charity, gave him wrong advice.our initial conclusionsWhen Mr P asked StepChange for advice, it advised him to make token payments of £1 to his unsecured creditors. But Mr P says this has led to his cre... (2 pages)View decision -
Decision Reference DRN2949454
10 Aug 2017 PRA Group (UK) Limited Not upheldBanking and creditMr B complains that PRA Group (UK) Limited has refused to accept a reduced settlement for a debt.backgroundA few years ago Mr B experienced financial difficulties and accumulated debts, some of which he has cleared by making settlement offers to his creditors.PRA purc... (2 pages)View decision -
Decision Reference DRN-5442466
11 Aug 2025 First Rate Credit Union Limited Not upheldConsumer CreditDRN-5442466 The complaint Miss M is complaining that First Rate Credit Union Limited (FRCUL) lent to her irresponsibly by providing her with a personal loan. What happened In December 2023, Miss M applied for a loan with FRCUL. They lent her £9,000 over a five- year term. The loan requi... (4 pages)View decision -
Decision Reference DRN8005868
16 Jun 2016 John Lewis Financial Services Limited Not upheldBanking and creditMrs H complains that John Lewis Financial Services Limited (“John Lewis”) has not treated her fairly in that it appointed a debt collection agent who has treated her insensitively and caused her distress by wrongly demanding increased repayments towards her debt. She a... (3 pages)View decision -
Decision Reference DRN-3983082
16 Mar 2023 NRAM Limited Not upheldMortgagesDRN-3983082 The complaint This complaint is about a mortgage account Ms D used to hold jointly with her former husband, Mr L. Ms D says: despite giving NRAM details of change of address, correspondence was sent to her former address, resulting in a breach of her personal data; it is unfa... (3 pages)View decision -
Decision Reference DRN-1715934
15 Dec 2020 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-1715934 The complaint Mrs T complains that National Westminster Bank Plc (NatWest) is pursuing her for repayment of an overdraft from a business she isn’t involved with. She wants NatWest to contact her former business partner over the matter and there to be no impact on her credit rat... (3 pages)View decision